Service Representative

Randstad USA; Boston (MA); Hybrid; USD 22,730 - 32,373; Full time

Benefits offered by this job

Major medical insurance

Dental coverage

Vision coverage

Career development opportunities

Flexible schedule

Job summary

A leading staffing agency in Boston is seeking a Service Representative for a hybrid, contract position in the Commercial Lines Customer Service Center. The role involves managing customer contacts, responding to inquiries, and providing quality service primarily via phone and email. Ideal candidates should have at least 2 years of customer service experience, effective communication skills, and a team-oriented mindset. This position offers $20 per hour with comprehensive training and benefits.

Qualifications

• 2+ years of related Customer Service experience with knowledge of Commercial Rating.
• Proficiency in operating and interpreting proprietary software programs.
• Strong written and oral communication skills.

Responsibilities

• Manage customer contact providing timely, quality service.
• Handle calls and emails from policyholders and agents.
• Respond to customer requests from various sources.

Skills

Customer Service

Communication

Active Listening

Teamwork

Education

College degree preferred but not required

Job description

Senior Recruiter and Account Manager at Randstad USA | Expertise in Recruiting Strategies

5 days ago Be among the first 25 applicants

Direct message the job poster from Randstad USA

Service Representatives

Pay Rate: $20.00 per hour

Location: Worcester, MA - Hybrid

6 month contract to hire

Randstad in partnership with The Hanover Insurance Group is actively hiring multiple Service Representatives to join their Commercial Lines Customer Service Center team on a temp to hire basis, located at their corporate office in Worcester, MA. The Hanover Insurance Group is an industry leading Property & Casualty Insurance Co. with over 160 years of rich history and tradition. Recognized as One of America’s Top Employers (Forbes) and a Best Place to Work (Business Insurance) The Hanover Insurance offers a collaborative environment that fosters development and growth.

What's in it For You?

• Career Development: Six-month temp to hire employment offering comprehensive job training and continued mentorship ongoing. Expectation is that total compensation increases upon successfully meeting requirements for permanent employment with The Hanover.
• Compensation: $20.00/hour; averaging 38.75 hours per week, expectation is to convert to Hanover at a comparable salary.
• Flexible Schedule: Monday – Friday 8:30am-5:00pm (during training for the first 2–4 weeks); Monday – Friday 9:30am-6:00pm OR 10:30am-7:00pm (after training).
• Benefits: Randstad offers major medical insurance, dental and vision coverage.

Position Overview / Summary:

As a Service Representative in the Commercial Lines team, you will be responsible for managing customer contact and for providing timely, quality service to Agents, commercial policy holders, and vendors primarily by phone and email. This includes handling incoming/outbound phone calls, issuing certificates of insurance, and other policy servicing items.

Responsibilities / Essential Functions:

• Respond to customer requests from a variety of sources and handle calls & email from policyholders, agents, peers or others.
• Handle indexing several CSC Outlook mailboxes, make outbound callouts for New Business, Renewal and Customer Satisfaction calls, and complete a large volume of Certificate of Insurance Requests.
• Handle First Party Collections calls/emails, Returned Mail calls/email requests and incoming Voice emails.
• Provide timely, quality service to Agents, commercial policy holders, and vendors.
• Answer telephone inquiries from Commercial lines policy owners and Agents for certificate requests.
• Complete certificate of insurance and ID card requests within service level expectations.
• After an acclimation period, Service Representatives are expected to meet a Productivity goal, which varies based on focus.
• Ensure a 94% adherence goal, meeting scheduled shifts, start/end times, and breaks.
• All calls are recorded for quality purposes; call and certificate quality is reviewed monthly.

Education and Experience:

• College degree preferred but not required.
• 2 or more years of related Customer Service experience; preferred working knowledge of Commercial Rating and Agency Customer Service.
• Proficiency in operating and interpreting proprietary software programs and accessing all applicable online resources.
• Strong written and oral communication skills, active listening, and ability to tailor content to the specific audience.
• Ability to work well within a team environment.

Seniority level: Associate

Employment type: Contract

Job function: Customer Service